- alert others of a contact's progress in a flow
- alert others of a contact's response to a question in a flow
- link a contact to a team member capable of continuing the conversation directly from their own phone.
The following is an example of a flow configured to forward a contact's response to a specific question to members of your team:
After the contact receives the initial message ("Thanks for reaching out..."), they'll reply with their question, comment or concern (handled by the "Wait for QCC" RuleSet). Next, they'll pass through a Split by Contact Field RuleSets that will determine whether or not the contact has been assigned a name up to this point. If they haven't they'll be directed to a branch that asks for their name and updates it to their "name" field before placing them in the last step. If they have been assigned a name, they'll continue on the the last step. To reference the active contact, add the @step prefix to the contact variables you'd like to call, e.g. @step.contact.name.
+ Responses to the initial question are collected by the "Wait for QCC" RuleSet, which saves all responses as the flow variable @flow.qcc.
+ By attaching a Send Message to Somebody Else action to a step that follows the Wait for QCC step, we're able to capture the responses it collects:
In the message above, we use variables to represent the following information about each contact that reaches this step:
+ @step.contact.name - represents the name of the active contact - the contact who passes through the Send a Message to Somebody Else action.
+ @flow.qcc - represents the individual contact's response to the initial question, collected by the Wait for QCC step.
+ @flow.qcc.time - the time at which the individual contact's response was collected by the Wait for QCC step.
+ @step.contact.tel - the locally-formatted phone number of the active contact (as opposed to the E_164-formatted phone number (@step.contact.tel_e164), which would also provide the country code prefix).
@step.contact vs. @contact
Note that there are two ways to reference contacts and their fields within a workflow:
@contact - references the contact receiving the message. In most cases, this is the active contact - the person whose responses are being handled by the workflow. When using the Send a Message to Someone Else action, @contact refers to the contact or group of contacts to which the message is being sent.
@step.contact - references the contact who sent the last message handled by the workflow. In most cases, this is also the active contact. When using the Send an SMS Response action, @step.contact and @contact are the same contact. When using the Send a Message to Someone Else action, @step.contact refers to the contact who has reached the Send a Message to Someone Else action within the flow, thus triggering it to send.
Here's an example:
Since the message created by the Send a Message to Someone Else action is being sent to Edward, @contact.first_name will be replaced with Edward's first name. @step.contact.name and @step.contact.tel will be replaced with the name and phone number of the patient that just registered via the workflow containing the Send a Message to Someone Else action.
For more information about variables, visit the Flow Variable Reference.